At the start of 2024, we shared our “Top 10 Workers’ Comp Tech Trends to Watch in 2024”, forecasting the innovations we believed would reshape the workers’ compensation industry. As the year ends, it’s time to revisit those predictions and see how well they measured up to reality.
This follow-up takes a look back into the advancements and surprises that defined 2024, comparing what we anticipated with what actually happened. Consider this our yearly progress report—an honest look back before we polish our crystal ball and unveil our 2025 predictions. Did AI, IoT, and blockchain live up to the hype? Did telemedicine and wearables evolve as expected? Let’s find out.
1. AI Revolutionizes Underwriting
Artificial intelligence continued to transform underwriting in workers’ compensation, but this year brought even greater impact than many anticipated. Insurers used AI to analyze vast datasets for risk assessment, helping underwriters identify potential hazards and refine premium pricing with unprecedented speed and accuracy.
A report from CB Insights revealed that AI-powered underwriting reduced turnaround times by as much as 40%, allowing insurers to process applications faster without sacrificing accuracy. Beyond efficiency, AI tools were increasingly used to predict workplace injury patterns, enabling companies to implement preventative measures.
AI-powered underwriting reduced turnaround times by as much as 40%
2. Blockchain Enhances Claims Transparency
Blockchain’s promise of tamper-proof, decentralized records started to gain traction in workers’ compensation claims management. Insurers increasingly turned to blockchain for its ability to provide tamper-proof, decentralized record-keeping—a game-changer for claims management. With this innovation, stakeholders across the claims process, including employers, insurers, and workers, gained access to a transparent, immutable ledger that streamlined the documentation of claims and eliminated discrepancies.
Pilot programs by companies like The Hartford demonstrated blockchain’s potential in reducing fraud and enhancing operational trust. For example, insurers used blockchain to securely log injury reports, medical records, and payment histories, ensuring that all parties had real-time, verifiable access to critical information. This level of transparency not only mitigated disputes but also expedited claims resolution.
Reuters recently highlighted blockchain’s growing traction, noting its ability to simplify administrative processes while maintaining stringent data security standards. The technology is particularly appealing for its dual capacity to enhance efficiency and reduce costs by eliminating intermediaries and manual verifications. As these pilot programs expand, experts predict blockchain will become a cornerstone of claims processing and fraud prevention strategies within the next five years.
3. Robotic Process Automation Simplifies Operations
Robotic Process Automation (RPA) is making a significant impact on operational efficiency across financial and insurance sectors, and workers’ comp is no exception. By automating tasks like claims data entry, payment processing, and compliance documentation, insurers have successfully reduced processing times and operational bottlenecks.
As Insurance Business America points out, automation tools, including AI and RPA, are reshaping how insurers handle claims and workflows. These technologies are not replacing employees but empowering them to focus on high-value activities such as strategic planning, customer service, and fraud prevention. The combination of human expertise and automated processes is driving a competitive edge for insurers, especially in scaling operations efficiently.
True’s innovative suite, including TrueClaims™, leverages automation not only to process claims efficiently but also to integrate seamlessly with policyholder communications. This technology transforms operational tasks into automated workflows, allowing teams to focus on strategic decisions.
4. Advanced Analytics Deliver Better Claims Outcomes
This year saw advanced analytics become a cornerstone for improving claims management in commercial property and casualty (P&C) insurance. By leveraging tools such as predictive modeling and real-time data integration, insurers improved their ability to forecast injury recovery times, streamline claims processes, and tailor return-to-work strategies.
The McKinsey Global Insurance Report 2025 highlights the growing adoption of AI and analytics, particularly in claims management. Some insurers are now using AI-powered triage engines to assign claims to the appropriate adjusters, enabling faster resolutions and reducing administrative bottlenecks. Additionally, generative AI is synthesizing unstructured data, such as medical and legal documents, to support quicker decision-making, resulting in higher accuracy and efficiency.
With TruePolicy™ and TrueClaims, advanced analytics enable more precise risk assessment and informed decision-making, fostering stronger client relationships and better outcomes.
5. IoT Devices Improve Workplace Safety
Connected technologies took workplace safety to new heights, empowering employers to monitor hazardous conditions in real-time. Wearables, smart sensors, and other IoT devices provided early alerts on physical strain, fatigue, and overexertion, helping to mitigate risks before incidents occurred.
The Liberty Mutual 2024 Workplace Safety Index identified overexertion and falls as two of the top causes of workplace injuries, accounting for more than $30 billion annually in workers’ compensation costs. IoT devices, such as wearables (more on that later), designed to prevent overexertion, were highlighted as effective in mitigating these risks by providing immediate alerts to employees and supervisors.
Organizations implementing IoT solutions saw measurable benefits, including a reduction in injury frequency and improved risk assessment capabilities. These devices not only enhanced safety but also provided critical data insurers could leverage to refine risk models and reward proactive employers with lower premiums.
The ability to link IoT-generated insights to claims workflows is central to TrueClaims, ensuring that injury reports, safety data, and policy adjustments are integrated seamlessly for a proactive approach to risk management.
6. Mobile Apps Elevate Customer Experience
This year, insurers embraced mobile technology as a vital channel for policyholders to interact with claims and manage their accounts. Robust apps provided real-time updates, instant messaging capabilities, and seamless document uploads, transforming how policyholders navigated the workers’ compensation process.
The J.D. Power 2024 U.S. Insurance Digital Experience Study found that insurers with robust mobile app experiences scored significantly higher in customer satisfaction, with streamlined claims reporting, real-time updates, and enhanced communication features leading the way. Features like document uploads, instant messaging with adjusters, and live status tracking have become standard, empowering users and reducing frustration.
Insurers like Travelers stood out by introducing mobile-first features that made submitting claims as simple as snapping a photo of a document or injury, providing faster responses and ensuring policyholders felt supported every step of the way. With 55% of policyholders indicating that they prefer mobile apps over other digital channels for claims management, the focus on elevating app functionality has become a strategic imperative.
True supports these customer needs and expectations with the always-on self-service capabilities of TruePortals™, empowering policyholders to file claims, track updates, and access key documents anytime, anywhere.
55% of policyholders prefer mobile apps over other digital channels for claims management
7. Cloud Adoption Drives Scalability & Innovation
Cloud platforms solidified their position as indispensable tools for modernizing workers’ compensation operations. These systems enabled insurers to integrate advanced analytics, streamline workflows, and support customer-facing applications with greater scalability and resilience.
As Microsoft highlighted in its exploration of AI adoption, cloud infrastructure plays a critical role in enabling insurers to implement AI-driven processes, such as real-time data analytics and predictive modeling. This foundation has been instrumental in powering generative AI tools and decision-support systems that have redefined risk assessment and underwriting in the commercial property and casualty (P&C) space.
Notably, cloud adoption has also allowed insurers to enhance their disaster recovery capabilities and manage cybersecurity risks more effectively, ensuring operational resilience in an increasingly digital-first world. Insurers embracing these technologies are well-positioned to remain competitive, improve operational efficiency, and deliver superior customer experiences.
True’s cloud-based platforms, TruePolicy, TrueClaims, and TruePortals, deliver the agility insurers need. From real-time analytics to regulatory compliance tools, True ensures clients can scale operations while maintaining the highest standards of data integrity.
8. Cybersecurity Protects Critical Data
As the insurance industry continues to digitize, cybersecurity has emerged as a non-negotiable priority. In 2024, the focus shifted from reactive to proactive measures, with insurers heavily investing in advanced cybersecurity frameworks to safeguard sensitive data and prevent breaches. This shift was driven in part by warnings from leaders like Warren Buffett, who underscored the increasing risks of cyberattacks and their potential to destabilize even robust industries.
Ransomware attacks have surged, and insurers are particularly vulnerable given the wealth of personal and financial data they handle. To counter this, organizations adopted multi-layered defense strategies, including AI-driven threat detection systems, encrypted data storage, and rigorous employee training programs. Insurers leveraging these strategies not only mitigated risks but also gained a competitive edge by assuring clients of their robust security practices.
By prioritizing cybersecurity, insurers in the workers’ compensation space have been able to protect their operations while also maintaining trust—a critical asset in a highly regulated and data-sensitive industry. Withbest-in-class encryption and compliance frameworks, True’s secure, cloud-based solutions ensure data remains protected at every touchpoint.
9. Telemedicine Revolutionizes Claims & Care
Telemedicine continued to make significant strides in workers’ compensation in 2024, reshaping how claims are managed and injured workers receive care. This technology has become a cornerstone for ensuring timely and efficient medical interventions while reducing overall costs.
The Risk & Insurance article on the “Whole Worker” approach emphasizes how telemedicine supports holistic care models, allowing workers to access medical consultations without delays. This has been especially impactful for employers in rural or underserved areas where specialized care may not be readily available. By enabling video consultations and remote diagnoses, telemedicine minimizes downtime for injured employees and accelerates return-to-work timelines.
Beyond convenience, telemedicine provides insurers with a reliable channel for managing ongoing treatment plans, monitoring recovery progress, and integrating data directly into claims workflows. This seamless connectivity ensures better decision-making, from triage to case closure.
As the industry embraces telemedicine, its dual benefits of enhanced care and streamlined claims management make it a key driver for innovation in workers’ compensation.
True’s integration-ready platforms, including TrueClaims, facilitate telemedicine workflows by connecting policyholders, healthcare providers, and insurers in real-time. This results in faster claims resolution and better care outcomes.
10. Wearable Technology & Workplace Safety
Wearable technology reinforced its reputation as an essential safety tool, offering real-time monitoring of vital signs like heart rate and body temperature. These devices provided early warnings of heat stress and other risks, enabling quick interventions in high-risk environments.
According to a recent report from the National Safety Council, 70% of workers surveyed in high-heat industries reported improved safety awareness when wearing vital sign monitoring devices. These technologies not only alert employees to risks but also aggregate critical data that employers and insurers can use to assess and mitigate long-term hazards.
This proactive approach has significantly reduced heat-related incidents and fostered a culture of safety, providing measurable benefits in terms of reduced workers’ compensation claims and increased workforce productivity.
70% of workers in high-heat industries surveyed reported improved safety awareness when wearing vital sign monitoring devices
Work to Zero Vital Monitoring & Stress Mitigation Report, National Safety Council
What’s Next?
The workers’ compensation industry made significant strides in 2024, with technology driving better outcomes for both insurers and injured workers. While challenges like cost barriers and regulatory hurdles persist, the momentum toward smarter, safer, and more efficient processes is undeniable.
As we move into 2025, the focus will shift to refining these technologies and expanding their accessibility. The integration of AI, IoT, and telemedicine into everyday operations will only deepen, setting new standards for what’s possible in workers’ compensation.
Looking ahead, the innovations championed by True Insurtech Solutions—like TruePolicy, TrueClaims, and TruePortals—will continue to shape workers’ compensation. By combining advanced technology with a commitment to operational excellence, True helps insurers and employers alike navigate the future of workers’ comp with confidence.
For more insights on the hottest topics in the insurance industry and to stay updated on the latest technology and innovation, join the True Community, or contact Ryan Smith at ryan@experiencetrue.com to discuss how True solutions can help transform your workers’ comp operations.
